Identifying clients in the IVR is a challenge that many clients face on a regular basis.
Despite IVRs being very efficient routing calls, and capable of handling tone and simple words capture, many lack the conversational ability required to handle an identification process over the line.
In many ocasions, the identification process is handle by the call center agent, through a number of questions regarding personal information, products or services the client has purchased from the business, authentication codes, or the activity that the client has had with the business itself.
It’s not uncommon to find an agent asking a client about his or her birth date, address, products he or she has purchased from the business, his or her pet’s name, car plate, or city where he or she met his significant other, when was the last time he or she visited the business, or the third and fifth digit of his or her security code.
The agent going through this process is time spent in a low value-added activity. In addition, more and more business don’t want call center agents, usually hired by outside call center providers, to access clients’ identification data.
In addition, the fact that the IVR cannot identify the client means you cannot automate services that otherwise would be straight forward (i.e. “knowing when my premium renews” or “changing by bank account”). Gaining the ability to securely identify a client, on the other hand, enables grater level of clients’ self service over the line.
Rational IVR/ID work along with existing IVRs, adding the ability to securely identify clients. It takes over the conversation at the IVR request, goes through the identification process, and returns the conversation control back to the IVR to continue once the client has been identified.
This way, business can move forward with services that require client identification on the line, take advantage of wait time for clients (who actually perceive a smaller wait time), save call center agent time, and ensure agents don’t have access to personal identification data.
And all this, without the need to replace your current IVR or technology infrastructure.
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